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Excluding CCs for Ticket Comments via API

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Aaron Laverack

Posted Feb 01, 2024

Hi All,

I have the below webhook setup to send an automated reply but I would like to only send it to the requester and ignore the CCs. I have seen other posts and documentation on how to delete the CCs entirely from the but I want them retained on the ticket for manual agent comments. Can I configure the webhook to ignore CCs or is there a way to take the CCs off and put them back on?

{
  "ticket": {
    "comment": {
      "html_body": "This is a test auto-reply.",
      "public": true,
      "author_id": "22208544138009"
    }
  }
}

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1 comment

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    Rafael Santos

    User Group Leader

    Emailing requester vs requester + CC is defined on Business Rules actions definition.

    You could use a pair of triggers to achieve that:

    Trigger#1

    • If update is not via API / Web Service
    • AND a specific ticket custom field ISN'T present
    • THEN Email Requester + CCs

    Trigger#2

    • If update is via API / Web Service
    • AND a specific ticket custom field IS present
    • THEN Email Requester

    Your update via API would include that specific ticket custom field to be updated on ticket.custom_fields, and account for any other missing logic required to match your existing business rules.

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